Manger- CRM

Strategic

Coordinate with other functions on critical customer queries

Ensure a consistent level of service quality

Make waivers up to a defined allowable limit (e.g. waiver of a small outstanding amount at time of handover) to ensure a seamless customer experience

Operational

Coordinate with the sales team to ensure that all relevant information regarding the customer is available as per the checklist for a smooth handover to Customer Care

Ensure the welcome call to the customer is made for onboarding of customer post sales

Ensure complete and comprehensive documentation of all customer related records

Ensure data entry and detailed filing of all customer documents received

Ensure TAT for Customer documentation such as Issuance of Receipts, Allotment Letters, Buyers Agreements and Timely raising of Demands as per Payment schedule

Coordinate with Legal/ Finance/ Project Management teams on customer documentation related issues

Ensure completion of all possession related documentation and activities in coordination with Project Management Group to ensure seamless handover to the Estate team

Ensure timely and accurate responses to customer service requests (Complaint/ request/ query)

Ensure timely collection from customers as per payment schedule

Engage with customers on a regular basis, understand reasons for any potential cancellations and provide suggestions/solutions to minimise the same

Drive additional sales from existing customers through repeat booking/upgrade/referrals

Ensure compliance to Customer Care processes and Legal and statutory guidelines

Implement customer delight initiatives e.g. welcome kits for new customers

Provide inputs to management based on MIS data and customer requirement & feedback

Responsible for activities such as project updates, payment reminders, arranging for site visits

Internal & External Interactions Internal: Regional Head Marketing & Sales, Project Management Group, Regional Head- Finance, Regional Legal, Estate, Sales Team External: Customers and outsourced partners

Education & Experience Requirement:

Graduate in any stream

3 to 8 years of experience in Customer Relationship Management

Prior experience in Real Estate / customer service industries is desirable